Next Generation Broadband my eye!

BengaLover

Im fed up of phoning the un-user friendly 'helpline'.
According to my bill I am paying for next generation broadband, but since I changed back from vodafone to eircom, and hooked up a brand new router, I have had slow or dropped connections - the problem is NOT with my pc, because my iPod touch and Acer Iconia Tab is experiencing the SAME problems.
VERY fed up with the service and lack of help from 3 calls to customer care.

Sponge Bob

been a lot of that in Galway recently.

BengaLover

No reply here from Eircom?

eircom: Ant

BengaLover wrote: »

Im fed up of phoning the un-user friendly 'helpline'.
According to my bill I am paying for next generation broadband, but since I changed back from vodafone to eircom, and hooked up a brand new router, I have had slow or dropped connections - the problem is NOT with my pc, because my iPod touch and Acer Iconia Tab is experiencing the SAME problems.
VERY fed up with the service and lack of help from 3 calls to customer care.

Hi BengaLover,

Thank you for posting on the eircom Forum on Boards.

I have checked your recent case history with Technical Support. Your broadband is currently synced at 1Mb on *NGB. Your broadband attainable rate appears good. Also your broadband modem is staying solidly connected across eircom's authentication servers.

Your broadband line however is considered amber. That is, your premises is 3KM or more from the local exchange. This will impact on your broadband capacity and delimit your broadband speed overall.

Technical Support have logged on to your modem and run diagnostic tests. No computer devices appear currently connected. If testing your broadband speed try to do this with just one computer on at one time. If possible try to connect your computer over ethernet (cable), this will rule out any difficulties you may have with wireless.

The expected download speed with one computer is 0.72Mb or 720Kb. Ensure that you disable any third party application software. I see from previous calls to Technical Support that you're possibly using Avast and defender. These applications may be still running in the back ground on your computer when trying to connect to the Internet or open websites.

The following may be useful when checking your broadband connection speed /or for itermittent connections :

* Disconnect everything from the phone line: phones, fax machine, Sky Digital TV, or any other equipment connected to the phone line which may interfere with the broadband connection. (Private phoneline extension cables, etc.) Remove the splitter and connect the modem directly to the main phone socket.

* Ensure all secondary phone extensions are correctly FILTERED


* Test your modem speed with just one single Computer. All other PC's should be shut down temporarily while testing i.e : Computers /laptops /smartPhones /wireless equipment including Games Consoles: (Xbox(s), Playstation(s), etc.


Are you connecting wirelessly?

* If you are using wireless to connect to the internet, connect your computer to the modem with the yellow ethernet cable if possible. This would eliminate any wireless related problems which may affect your connection speed.

Are you using streaming, file-sharing or Peer-to-Peer (P2P) software?

* These programs download content in the background, even when minimised. Exit the software completely to ensure it does not affect the speed.

Have you scanned your computer for Spyware?

* Spyware and viruses can interfere with internet connection, making it slow and/or unreliable.

If you still have problems with your connection after performing the above steps you will need to contact eircom Technical Support directly. If necessary this will be escalated to eircom engineering; who in turn will investigate your broadband connection.

Please retain your Technical Support reference (case id) as this will help speed up your call time and resolve any eircom related problem.

Alternatively, let me know your case id and I will be able to look follow this up with Technical Support.


Kind regards
Ant

*NGB (Next Generation Broadband) allows for uncongested and consistent usage (downloads) even during peak times. NGB is also a free upgrade up to *8Mb (or up to*24Mb in somecases) dependent on what your broadband phoneline pre-qualifies for.

ADSL itself is rate adaptive technology, which means that your broadband connection speed is governed by the distance from your premises to the exchange.. Upgrading to NGB won't change the distance (or what your broadband connection pre-qualifies for). Please see www.ngb.ie for more information.

Carpenter

BengaLover wrote: »

Im fed up of phoning the un-user friendly 'helpline'.
According to my bill I am paying for next generation broadband, but since I changed back from vodafone to eircom, and hooked up a brand new router, I have had slow or dropped connections - the problem is NOT with my pc, because my iPod touch and Acer Iconia Tab is experiencing the SAME problems.
VERY fed up with the service and lack of help from 3 calls to customer care.

+1 it,s crap end off

BengaLover

I have done ALL of the recommended. My tablets and ipod arent running avast or defender and they have the same problems so its not that!
I was with vodafone and had NO problems, but the moment I switched back to eircom with the new router they provided thats when the problems started.

eircom: Ant

BengaLover wrote: »

I have done ALL of the recommended. My tablets and ipod arent running avast or defender and they have the same problems so its not that!
I was with vodafone and had NO problems, but the moment I switched back to eircom with the new router they provided thats when the problems started.

Hi BengaLover,

If you still have problems with your connection after performing the above steps you should contact eircom Technical Support directly.

From what you say, and from what Technical Support can see, your main computer appears connected solidly to the eircom network. However, your other computer devices (iPad, tablet(s)), are experiencing problems connecting. This could be a modem related issue, though it could also be a wireless /or signal problem.

To check if this is a wirelesss issue or a problem with connecting your devices, the following Support suggestions may help, or improve your connectivity: http://bit.ly/WirelessCheck

Take a look at the following Support website, which may also help with connecting your device(s) : Connect your wireless device


If there is a problem with your modem then Technical Support will be able to determine this, and if necessary advise you on a replacement.

Please retain your Technical Support reference (case id) as this will help speed up your call time and resolve any eircom related problem.

Alternatively, let me know your case id and I will be able to look follow this up with Technical Support.


Kind regards
Ant